To take responsibility for escalated customer enquiries and complaints in relation to regulated financial products. To analyse and investigate each complaint, taking appropriate action to reach a resolution in the interest of the business and the customer. To liaise with all stakeholders to deal compliantly and effectively with complaints, adhering to FCA regulation, policies & procedures at all times.
Role Accountabilities
Complaints Management
* Effectively manage complaints regarding regulated products within FGH compliance guidelines and ensure response to within prescribed regulatory timescales
* Ensure that complaints are dealt with in the most appropriate way, are properly investigated and dealt with effectively to reach an appropriate outcome
* To liaise with service providers by telephone and in writing in order to provide a high quality of service for our customers
* Responsible for own caseload and achievement of regulatory deadlines
Administrative Duties
* Record complaints accurately and completing administrative duties relevant to the role
* Proactively identifying solutions through root cause and providing feedback where applicable to prevent potential ongoing issues
* Review complaints for learning and service improvement
* Ability to identify and support Vulnerable Customers in line with FGH’s policies and procedures to ensure they receive a good outcome
* To represent the company in a professional manner at all times
* To achieve and maintain competent status under FGH training and competence regime via regular training sessions and assessments
* To be committed to good outcomes for customers at all times and demonstrate a reasonable and proportionate approach to complaints management
* Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules
* Demonstrate behaviours in line with our Company values
* To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work
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